Fix STPL_AMER.sh: Add missing SLA parsing and save raw data
Problem
STPL_AMER.sh is missing the SLA normalization step that STPL.sh (EMEA) has. Zendesk returns verbose SLA strings (e.g. 2 hours till breach2hApril 23, 2026 11:26), and without extracting the compact value, the raw strings fail every downstream regex match (^([0-9]+)([mhd])$).
This causes:
- Priority 1: empty -
is_within_3_hours()regex never matches, so no New tickets are captured - Priority 3: empty -
is_within_business_hours()regex never matches - Priority 4: misclassified - tickets that should be P3 fall through to P4
- Sort ordering broken -
get_sla_sort_value()returns empty values
Verified with real data
| Priority | Expected (with fix) | Actual on main (broken) |
|---|---|---|
| P1 | 712911 (63m), 712930 (2h) | None |
| P2 | 712364 (-17h), 707208 (8h) | 712364, 707208 (correct) |
| P3 | 712958 (8h) | None |
| P4 | 712959 (24h) | 712959, 712958 (misclassified) |
Fix
- Tidy SLA values after field splitting (matching
STPL.sh): extracts compact SLA like3h,-17h,63mfrom verbose Zendesk strings - Save raw data to
all_data.txtfor debugging (matchingSTPL.sh) - Add checkbox formatting to Claude prompt:
- [ ]before each numbered ticket, with continuous numbering across priority groups
Edited by Indira Nefedova